Water Utility Outreach Programs

Low-Income Rate Assistance

Low Income Oversight Board

Dave Stephenson

California American Water

March 19, 2008

CPUC Data Request

• Issued February 14, 2008• Detailed description on customer outreach for

LIRA programs during past 12 months• Detailed LIRA outreach plans for next 12 months• Company contact information• Responses received by 2/28/08 from: Cal Am,

Cal Water, Golden State, Great Oaks, San Gabriel, San Jose, Valencia

• Suburban’s program approved on 2/26/08

California American Water

• “H2O Help to Others”

• Qualification Criteria– CAW bill must be in customer’s name– Customer can’t be claimed as dependent– Total annual income can’t exceed certain limits– Income based on number of persons in household;

includes all those living full-time in home– Document approval in PG&E’s CARE program– 30-day notification to CAW if party becomes ineligible

California American Water

• Approved Districts and Discounts– Monterey: monthly service charge waived– Felton: 50% discount on regular monthly service charge– Sacramento: $5.00/month– Larkfield: $8.50/month– Baldwin Hills: $6.50/month– Duarte: $6.50/month– San Marino: $6.50/month– Village: $8.50/month– Coronado: $6.50/month

California American Water

• 2007 Customer Outreach– March: H2O Help applications sent to Larkfield and

Sacramento customers

– June: H2O Help applications sent to Monterey, Felton, Larkfield and Sacramento (revised)

– Four-page application (English and Spanish)• About the program

• To qualify for H2O

• Customer information• Maximum household income• Declaration

– Low Income Web Site

California American Water

• 2008 Customer Outreach– March: Direct Mail H2O Help applications sent to L.A.

Division customers (Baldwin Hills, Duarte, San Marino)– October/November: Annual H2O Help applications will

be sent to all CPUC-approved districts– TBD: Possible customer data partnering with SDG&E

for enrollment of Coronado District customers– TBD: Low income applications available at Community

Events

• Contact Information: 24-Hour Service Center – 1.888.237.1333

California Water Service

• “Low-Income Rate Assistance Program” (LIRA)– $10 monthly discount or 50% discount on monthly

service charge (depending on district)– Discounts available to qualified non-profit group living

facilities, agricultural employee housing facilities and migrant farm worker housing centers

• Qualifications– Similar to California American Water, CARE– Similar income levels per household number

• Participation Rate To Date– 8.75% of residential customers

California Water Service• 2007 Customer Outreach

– January: Direct mail to all residential customers (1st notification)• District-specific flyers w/discount and web site information

• Application w/proof of participation in CARE program, as applicable

• All documents in English and Spanish

• Press releases and news articles in local newspapers

– December: Direct mail to all residential customers (2nd notification)• Same info as in January, plus list of local Customer Centers

• Letters to local community leaders

• Press releases and newspaper articles

• New income guidelines posted

• 2008 Customer Outreach (Planned for Mid-Year)– Direct mail to all residential customers– Ongoing LIRA information available on web site

• Contact Information: Local Customer Centers

Golden State Water

• California Alternate Rates for Water (CARW) Program– 15% discount off total monthly water bill (Regions II

and III)– Fixed dollar discount off total monthly water bill

(Region I); actual amount varies per customer service area, but approximates 15% discount

• Qualifications– Similar to CAW, CWS, CARE

Golden State Water• 2007 Customer Outreach

– June: Direct mail to all residential customers– CARW application w/income guidelines and informational

flyer

• 2008 Customer Outreach– Direct mail of CARW informational insert to all customers

on a quarterly basis– Promotion of CARW program at local community events– CARW program information posted on new web site

(summer 2008)

• Contact Information: CARW Hotline – 866.360.2279

Great Oaks Water

• Low-Income Customer Assistance Program• Bimonthly Bills Contain All Information

– Qualifications– How to apply– How long certification is valid– Master meters do not qualify

• All Customers Contacting Company Are Notified by Phone or In Person

• Contact Information– Great Oaks Water Customer Service Supervisor– 408.227.9540

San Gabriel Valley Water

• California Alternative Rates for Water (CARW)– Initiated program company-wide in August 2005– 50% discount off monthly service charge– Applies to L.A. and Fontana Divisions

• Qualifications– Similar to other utilities– 1-inch or smaller meters are eligible

• Participation Rates (thru 12/07)– Los Angeles Division: 13.8% of residential customers– Fontana Division: 17.8% of residential customers

San Gabriel Valley Water• 2007 Customer Outreach

– Notices of CARW Program posted in every Commercial Office lobby (English and Spanish)

– Commercial Clerks advise existing and new customers of CARW program and furnish them applications

– CARW application posted on web site for both LA and Fontana (English and Spanish)

– Company visits to senior and low-income community-based organizations

– Customer service reps and meter readers provide applications at service locations

– July: Bill inserts– Articles in local newspapers– Advertising on Community Billboard of local cable TV station in

Fontana

San Gabriel Valley Water

• 2008 Customer Outreach– All 2007 outreach activities continued in 2008– June: Second round of bill inserts

• Contact Information: Four Customer Centers– El Monte Office/626.448.6183– Whittier Office/562.699.1041– City of Industry Office/626.330.1628– Fontana Water Company/909.822.2201

San Jose Water

• Water Rate Assistance Program (WRAP)– 15% discount off total monthly water bill

• Qualifications– Same eligibility requirements as PG&E CARE

program– CARE participants automatically eligible

San Jose Water

• 2007 Customer Outreach– Q1: Posters and applications sent to more than 50

social service agencies/English, Spanish and Vietnamese versions

– May: WRAP advertisements in bi-lingual newspapers– May: 14 PSAs on local bi-lingual radio station– June: Program presentations to social service

agencies– Continuous: all new customers receive copies of

WRAP program in welcome packets– Company web site features “Customer Services

Overview” page, which includes WRAP details

San Jose Water

• 2008 Customer Outreach– Continuation of 2007 outreach activities– Coordination with PG&E between CARE participants

and WRAP participants– Advertising in Mobile Home Park Association newsletter– Foreign language advertisements– June: Bill inserts to all customers when income

qualifications are updated

• Contact Information: WRAP Desk – 408.279.7910

Valencia Water

• “Low-Income Rate Assistance Program” (LIRA)– 50% discount on monthly service charge– Program began in March 2007

• Qualifications– Same as those for CARE program– 1-inch or smaller meters are eligible

Valencia Water

• 2007 Customer Outreach– March: LIRA notice and application mailed to all customers;

included on bills– March: LIRA information displayed in company reception area– March: LIRA information added to Rates page of company web

site– March: FAQ page of web site revised to reflect LIRA availability;

link to download notice and application– April thru October: Participation in public events

• Emergency Response Expo (April)

• CLWA Water Awareness Event (May)

• Santa Clarita Valley River Rally (September)

• Santa Clarita Business Expo (October)

Valencia Water

• 2008 Customer Outreach– Ongoing activity from 2007– January: Added language on customer bills promoting

LIRA– February-March: Annual bill insert to all customers– April thru October: Participation in public events

• Emergency Response Expo (April)• CLWA Water Awareness Event (May)• Santa Clarita Valley River Rally (September)• Santa Clarita Business Expo (October)

• Contact Information: 661.294.0828